NCC Specialist - Contact Center

About the role

Solventum is hiring an NCC Specialist for its Contact Center Operations team. The role handles inbound inquiries of moderate scope and complexity in areas such as account management, upselling, customer issue resolution, customer inquiry support and customer technical support, interacting with patients, family members, physicians, skilled nursing facilities and other healthcare professionals.

Key responsibilities

• Lead calls from patients, physicians and other facility employees about NPWT inquiries and requests.
• Handle incoming calls for orders, services and product information in a timely and professional way, following department procedures.
• Enter required data accurately and process orders according to department procedures.
• Identify and probe for customer needs, clarify information, research issues and offer alternatives.
• Analyze caller requests and determine next steps, applying critical thinking and choosing the best solution based on guidelines and expertise.
• Support other workstreams by giving callers the right information or redirecting them to the correct team.
• Comply with HIPAA and PHI regulations.

Required profile

• High school diploma or equivalent.
• Advanced English (oral and written, C1).
• Schedule flexibility.
• Experience with Microsoft Office (Word, Excel, Outlook).
• Customer service experience.
• Hybrid eligibility: some remote work allowed but travel to Belen, Heredia at least one day per week.
• Legally authorized to work in the country of employment without a sponsorship visa.

Required skills

• Customer service mindset and active listening.
• Critical thinking.
• Patient-care mindset.
• Nice in Contact (additional qualification).